User Satisfaction with E-Government Services: An Experimental Study on Public Administrations in the Lebanese Republic

User Satisfaction with E-Government Services:

An Experimental Study on Public Administrations in the Lebanese Republic

Alissar Ali Tahan

Faculty Of Economic and Business Administration/ Al Jinan University

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Nabila Abass

Faculty Of Economic and Business Administration/ Al Jinan University

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Received:24/9/2020                             Accepted:19/11/2020

https://doi.org/10.34028/ijqa/3/2/156                                                                                                                                                                                                                              

Abstract:

This study aims to identify the extent of user satisfaction in Lebanon with the services provided electronically in public administrations, after building a comprehensive framework on e-government, and this framing is the starting point towards examining the extent of application of information and communication technology tools in public administrations, and their relationship to user satisfaction. Data is collected from secondary sources through books, references, journals, periodicals, and websites, and from primary sources through a sample of users of government services for each of the following ministries (Ministry of Finance, Ministry of Labor, Ministry of Energy and Water, Ministry of Public Health, Ministry of Communications, Ministry of Trade and Economy) in the Lebanese Republic, it reached (384) individuals using the simple random sample, and (324) are recovered. The researcher followed the descriptive and analytical method in analyzing the data to arrive at the results, using the SPSS statistical analysis program. The study found a set of results, including:

1. The existence of a statistically significant relationship between the acquisition of technological means and the users' satisfaction with the services in the Lebanese electronic interests.

2. The existence of a statistically significant relationship between the use of software and networks and the users' satisfaction with the services in the Lebanese electronic interests.

3. The existence of a statistically significant relationship between the quality of information and the users' satisfaction with the services in the Lebanese e-services.

Keywords: e-government, user satisfaction, e-services.

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